Vodacom insurance claim complaint

I lost my Samsung S21 phone which I paid R484 insurance for, per month over the past 3 years. Today I called the Vodacom insurance, and they declined my claim saying my Samsung Galaxy S21 plus is not on their system. The S21 phone in question was purchased in Durban, Pavillion Vodacom in January 2022. Why don't they have that on their records?? I spent the whole day being sent from pillar to post by 3 different consultants and I must say the service was disgusting from the insurance department. By the time they closed at 18h00, they just dropped the call without assisting me. I must say the lady (Angie) who was assisting me at the branch was very helpful but unfortunately, she could only do what she did to assist.